Configure assignment rules

Sanket Choughul · ‎10-25-2020

Hi,

I was going through ITSM simulator and found one question where I am stuck-

Create a template so that Incidents created from Service Catalog or a Portal using the record producer "Report Performance Problem" should be assigned to the "Service Desk" group.

Please help me for the same.

Shubham Bongulw · ‎10-25-2020

Hi Sanket,

First create a new template in which set the condition of assigned group to servicedesk and save it by using any name convention.
After that go to the record producer "Report Performance Problem" which is already in your PDI. In that record producer if template field is not showing then configure form layout and bring template field and select our particular template.
And update the record producer. You will get the required output.

Warm Regards,

Shubham Bongulwar

Please mark helpful or correct if it helps!!!

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Alvin Atendido · ‎05-15-2023

Hi Guichard C, I was experiencing the same error you are having while taking the ITSM Implementation Simulator course, and found out what the cause was. For me, I was using "Assigned to" instead of "Assignment group" field of the Incident table to assign "Service Desk" to in the template I created that the record producer "Report Performance Problem" will use to populate the problem record with. Maybe you are having the same problem, hope this helps.

Guichard C · ‎09-29-2021

This is what I meant as there's nothing linking or connected to the Template. If there was, then I would be able to set the assignment group to service desk. Any idea on how to adjust it?

BillMartin · ‎10-15-2021

this should work for you

Luiz Medeiros · ‎04-25-2022

Guichard, I'm having right now the exact same problem as you did. I cannot reach the "Assigned Group" option anywhere, how did you solved it?

Community Alums · ‎10-03-2022

go to record producer --Report Performance Problem -- click on the template field(if not visible, set the field to appear on the form(form layout))-- click on new and assign the service desk to the group assignment.